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From the horses mouth, the X-bow service letters are
available on their site:
http://www.xbow.com/Support/service_letters.htm
According to X-bow BOTH the 420 (OP) and 425 (D2) are having problems.
Ever since D2 first identified that the 425s were having problems I
suspected the 420 would eventually manifest the same problems as I had inferred (but not verified)
that the 425 and the 420 are very closely related. The difference
being that the 425 was developed under an exclusive agreement between
X-bow and D2 and that the 420 was engineered to remove the 5 in the
part number and replace it with a zero, thus enabling X-bow to sell to
D2 competitors.
Reading between the lines of Dexter's letter it seems that OP has sold
some 420s but few (any?) are flying, so the problem has been dormant. D2
has may times the number of fielded systems as OP and the
X-bow problem only shows up over time.
I strongly disagree with Dexter's (OP) spin that this is somehow a
"business relationship that has gone publicly bad" problem. I know that X-bow has been struggling with
technical problems on the 425 for
months, working with D2 and some customers (like Dave Morss), and have
fielded several "fixes" that didn't fix the problem. I have had several
telephone conversations with Kirk to discuss the problem and have
advised him on methods to diagnose and isolate the problem to be sure
it was not due to wiring, EMI or other systemic effects. These
conversations usually occurred with Kirk on site at the customers
airplane.
X-bow's fielded fixes have not, to date, cured the symptoms. Apparently
they thought they had the problem fixed when they didn't. This position
is stated in the latest version of the 425 service letter. OK, maybe,
BUT, based on past performance I think it is reasonable to believe
claims of success AFTER the flight testing has proven this as fact.
Dexter should be thanking Kirk for holding X-bow's feet to the flames
and insisting that the 425 work reliability. Rumors
have been running hot and heavy, with
a touch of absurdity, but a little logic helps to get to the bottom of
things. The silliest one was that D2 wasn't paying X-bow 's invoices
and that is why D2 was dropping X-bow, so D2 could buy new, more
expensive GADAHRS and give them to their customers. Now THERE is an
expensive way to save a buck.
I have talked to both Kirk and Mike Horton (X-bow president) and it is
my understanding that X-bow / D2 tensions increased over time as the
problem remained unsolved. At some point, as leverage, D2 held payment
on a few 425s until X-bow could deliver a fix. Deadlines were set and
passed until, ultimately, D2 was forced to go to plan "B". I say plan
"B" because plan "A" was for X-bow to fix the problem and have everyone
happy and safe with a minimum of work and $$s. X-bow says they have the
problem fixed and maybe they do, and maybe they don't. I hope for
X-bow, OP and others that they do. The bad news for OP is that now
they get to play the "Bad Cop" with X-bow.
By getting in front of the problem, putting customer safety and
satisfaction first and demonstrating a "whatever it takes to make it
right" policy, Kirk and Peter of D2 are actually doing what others in
the industry only claim. Anyone can talk the talk. It is refreshing to
see someone walk the walk. As a customer do you want to have someone
"feel your pain" or do you want them to DO something about it?
I will point out that the certified X-bow 500 has not
had the 420/425
problems.
Please understand that my company has a business relationship with both
Chelton and D2 so you should be skeptical about any conclusion I have
drawn from the material listed above. Read it yourself and draw your
own conclusions.
Regards
Brent Regan
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